IT Request Fulfillment Lead - REMOTE
NTT DATA, Inc., Arlington, VA, United States
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward‑thinking organization, apply now.
We are currently seeking a
IT Request Fulfillment Lead
-
REMOTE
to join our team in Arlington (REMOTE), Virginia (US-VA), United States (US).
Job Summary The Request Fulfillment Lead is responsible for overseeing a team dedicated to responding to customer requests for hardware, software, and IT assistance, ensuring timely and accurate service delivery that meets organizational standards and enhances the customer experience. This role manages the end‑to‑end lifecycle of request fulfillment, including logging, prioritizing, assigning, and resolving requests, while ensuring compliance with established service level agreements (SLAs). The Request Fulfillment Lead works closely with stakeholders to understand their needs, proactively identify opportunities for process improvement, and implement solutions that streamline workflows and reduce response times. Additionally, this role ensures that all team members are equipped with the necessary tools, training, and resources to deliver high‑quality support, while fostering a culture of accountability and continuous improvement. The Request Fulfillment Lead also collaborates with other IT teams, such as the Service Desk and Business Relationship Management, to ensure seamless integration of services and alignment with broader organizational goals. By maintaining detailed records, generating performance reports, and analyzing trends, the Request Fulfillment Lead provides valuable insights to improve service delivery and optimize resource allocation, ultimately driving operational efficiency and customer satisfaction.
Job Duties
Oversee the request fulfillment process for hardware, software, and IT assistance requests.
Manage the end‑to‑end lifecycle of requests, ensuring compliance with SLAs and organizational standards.
Lead and mentor team members, providing training and resources to support high‑quality service delivery.
Collaborate with IT teams and stakeholders to improve workflows and enhance customer experience.
Identify and implement process improvements to reduce response times and increase efficiency.
Maintain detailed records and generate performance reports to monitor trends and optimize resource allocation.
Foster a culture of accountability, collaboration, and continuous improvement within the team.
Customer Service and problem‑solving skills.
Familiarity with ITSM request fulfillment processes.
Expertise in managing hardware, software, and assistance requests.
Strong organizational and prioritization skills.
Basic Qualifications
Minimum 4 years’ experience with the role/responsibilities listed above.
Ability to obtain a Public Trust.
Preferred Qualifications
Knowledge of ITIL principles and best practices.
Familiarity with performance metrics and operational KPIs in IT environments.
Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $56,680 – $122,250. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401(k) program with company match, and additional voluntary or legally‑required benefits.
Nearest Major Market:
Arlington Virginia Nearest Secondary Market:
Washington DC Job Segment:
Cloud, Business Process, Consulting, Technology, Management
NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us .
NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you’d like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here . #J-18808-Ljbffr
We are currently seeking a
IT Request Fulfillment Lead
-
REMOTE
to join our team in Arlington (REMOTE), Virginia (US-VA), United States (US).
Job Summary The Request Fulfillment Lead is responsible for overseeing a team dedicated to responding to customer requests for hardware, software, and IT assistance, ensuring timely and accurate service delivery that meets organizational standards and enhances the customer experience. This role manages the end‑to‑end lifecycle of request fulfillment, including logging, prioritizing, assigning, and resolving requests, while ensuring compliance with established service level agreements (SLAs). The Request Fulfillment Lead works closely with stakeholders to understand their needs, proactively identify opportunities for process improvement, and implement solutions that streamline workflows and reduce response times. Additionally, this role ensures that all team members are equipped with the necessary tools, training, and resources to deliver high‑quality support, while fostering a culture of accountability and continuous improvement. The Request Fulfillment Lead also collaborates with other IT teams, such as the Service Desk and Business Relationship Management, to ensure seamless integration of services and alignment with broader organizational goals. By maintaining detailed records, generating performance reports, and analyzing trends, the Request Fulfillment Lead provides valuable insights to improve service delivery and optimize resource allocation, ultimately driving operational efficiency and customer satisfaction.
Job Duties
Oversee the request fulfillment process for hardware, software, and IT assistance requests.
Manage the end‑to‑end lifecycle of requests, ensuring compliance with SLAs and organizational standards.
Lead and mentor team members, providing training and resources to support high‑quality service delivery.
Collaborate with IT teams and stakeholders to improve workflows and enhance customer experience.
Identify and implement process improvements to reduce response times and increase efficiency.
Maintain detailed records and generate performance reports to monitor trends and optimize resource allocation.
Foster a culture of accountability, collaboration, and continuous improvement within the team.
Customer Service and problem‑solving skills.
Familiarity with ITSM request fulfillment processes.
Expertise in managing hardware, software, and assistance requests.
Strong organizational and prioritization skills.
Basic Qualifications
Minimum 4 years’ experience with the role/responsibilities listed above.
Ability to obtain a Public Trust.
Preferred Qualifications
Knowledge of ITIL principles and best practices.
Familiarity with performance metrics and operational KPIs in IT environments.
Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $56,680 – $122,250. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401(k) program with company match, and additional voluntary or legally‑required benefits.
Nearest Major Market:
Arlington Virginia Nearest Secondary Market:
Washington DC Job Segment:
Cloud, Business Process, Consulting, Technology, Management
NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us .
NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you’d like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here . #J-18808-Ljbffr